Description
Purpose of Job:
To provide organisational capabilities and services to internal and external customers from conception to delivery
thus maximizing customer understanding, build customer relationship and improve customer satisfaction with the
aim of increasing profitability for SITA To oversee, manage and execute projects activities to establish
relationship, monitor, measure, and maintain client contracts, in accordance with legislative requirements and
best practices, to ensure that requirements are met
Responsibilities:
••Drive portfolio of customers in the assigned cluster to determine and assess existing customers' needs with the
desired ICT requirements profile per cluster customer to provide an effective solution approach to deliver within
existing contractual constraints, policies and SITA commercial service catalogue.
•In collaboration with service owners, including senior management and key stakeholders, drive the
implementation of targeted digital products and solutions for each cluster customer.
•Build trusted, manage and maintain long term strategic relationships with Government Departments (i.e. SITA
service owners) to continuously sustain the SITA business.
•Perform analysis on cluster needs and requirements in collaboration with Business Development team and other
internal and external key stakeholders.
•Perform SLA management, monitoring and reviews.
•Provide management support and ensure implementation, adherence and compliance with the Engagement
management methodologies and regulations.
•Manage, coordinate, analyze and identify the risks to minimize the service gaps and with the aim of achieving
the agreed service levels.
•Provide input into the budgeting process and plan and drive the achievement of the targeted revenue as well as
monitoring/ controlling the budget to ensure that the expenditure is within the approved Budget.
•Take full ownership of the company's existing customer base.
•Maintain an accurate view of each account, including customer needs, locations, installed solutions and service
history.
•Monitor and maintain account health, risk retention, customer satisfaction and revenue performance.
•Protect existing revenue and identify opportunities for sustainable growth
.
Knowledge:
Customer service management; Government Information Management; Business Development; Information
Technology management; ICT solutions and services; Project Management methodology; Enterprise Project
Management; Project Management Life-cycle; Knowledge of IT, Government ICT procurement processes,
PFMA, SITA Act and Regulations; Basic understanding of Contracts, Strategic Planning and ITIL knowledge;
Sales methodology and process; Application of project management methodology; Financial management
principles methodology; Government Business Reference Model; Policy Review & Implementation; Business
writing; Strategic Selling; Presentation Skills; Marketing & Sales Strategy Skills.
Technical Competencies:
IT Service Management
The planning, implementation, control, review and audit of service provision, to meet customer business
requirements. This includes negotiation, implementation and monitoring of service level agreements, and the
ongoing management of operational facilities to provide the agreed levels of service, seeking continually and
proactively to improve service delivery and sustainability targets.
Business Writing
Conveys written information and business reports in a detailed and effective manner to individuals or groups to
ensure that they understand the message.
IT Project Management
The management of IT projects/programmes, typically (but not exclusively) involving the development and
implementation of business processes to meet identified business needs, acquiring and utilising the necessary
resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of
project management methodologies based on the context of the project and selecting appropriately from
predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
Project/Programme Management
The management of projects/programmes, typically (but not exclusively) involving the development and
implementation of business processes to meet identified business needs, acquiring and utilising the necessary
resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of
project management methodologies based on the context of the project and selecting appropriately from
predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
IT Risk Management
The planning and implementation of organisation-wide processes and procedures for the management of risk to
the success or integrity of the business, especially those arising from the use of information technology, reduction
or non-availability of energy supply or inappropriate disposal of materials, hardware or data.
Vendor/Supplier Management
The alignment of an organisation's supplier performance objectives and activities with sourcing strategies and
plans, balancing costs, efficiencies and service quality. The establishment of working relationships based on
collaboration, trust, and open communication in order to encourage co-innovation and service improvement with
suppliers. The proactive engagement of suppliers for mutual benefit to resolve operational incidents, problems,
poor performance and other sources of conflict. The use of clear escalation paths for discussing and resolving
issues. The management of performance and risks across multiple suppliers (internal and external) using a set of
agreed metrics.
Customer Relationship Management
The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in
order to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and
consideration of impacts. Design the relationship management approach to be taken; including roles and
responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal
and informal communication channels in order to achieve the desired result. CRM & Client Contract
Management
Interpersonal and Behavioural Competencies:
Active listening
The ability to fully concentrate on what is being said rather than just passively 'hearing' the message of the
speaker.
Attention to Detail
The ability to ensures information is complete and accurate.
Analytical thinking
Identifies issues; obtains relevant information, relates and compares data from different sources, and identifies
alternative solutions.
Disciplined
Showing a controlled form of behaviour or way of working, diligently.
Resilience
The ability to effectively handle disappointment, rejection and set-backs while still working well and meeting
deadlines.
Stress Management
The ability to keep functioning effectively when under pressure and maintain self control in the adversity.
Additional Requirements:
N/A
To provide organisational capabilities and services to internal and external customers from conception to delivery
thus maximizing customer understanding, build customer relationship and improve customer satisfaction with the
aim of increasing profitability for SITA To oversee, manage and execute projects activities to establish
relationship, monitor, measure, and maintain client contracts, in accordance with legislative requirements and
best practices, to ensure that requirements are met
Responsibilities:
••Drive portfolio of customers in the assigned cluster to determine and assess existing customers' needs with the
desired ICT requirements profile per cluster customer to provide an effective solution approach to deliver within
existing contractual constraints, policies and SITA commercial service catalogue.
•In collaboration with service owners, including senior management and key stakeholders, drive the
implementation of targeted digital products and solutions for each cluster customer.
•Build trusted, manage and maintain long term strategic relationships with Government Departments (i.e. SITA
service owners) to continuously sustain the SITA business.
•Perform analysis on cluster needs and requirements in collaboration with Business Development team and other
internal and external key stakeholders.
•Perform SLA management, monitoring and reviews.
•Provide management support and ensure implementation, adherence and compliance with the Engagement
management methodologies and regulations.
•Manage, coordinate, analyze and identify the risks to minimize the service gaps and with the aim of achieving
the agreed service levels.
•Provide input into the budgeting process and plan and drive the achievement of the targeted revenue as well as
monitoring/ controlling the budget to ensure that the expenditure is within the approved Budget.
•Take full ownership of the company's existing customer base.
•Maintain an accurate view of each account, including customer needs, locations, installed solutions and service
history.
•Monitor and maintain account health, risk retention, customer satisfaction and revenue performance.
•Protect existing revenue and identify opportunities for sustainable growth
.
Knowledge:
Customer service management; Government Information Management; Business Development; Information
Technology management; ICT solutions and services; Project Management methodology; Enterprise Project
Management; Project Management Life-cycle; Knowledge of IT, Government ICT procurement processes,
PFMA, SITA Act and Regulations; Basic understanding of Contracts, Strategic Planning and ITIL knowledge;
Sales methodology and process; Application of project management methodology; Financial management
principles methodology; Government Business Reference Model; Policy Review & Implementation; Business
writing; Strategic Selling; Presentation Skills; Marketing & Sales Strategy Skills.
Technical Competencies:
IT Service Management
The planning, implementation, control, review and audit of service provision, to meet customer business
requirements. This includes negotiation, implementation and monitoring of service level agreements, and the
ongoing management of operational facilities to provide the agreed levels of service, seeking continually and
proactively to improve service delivery and sustainability targets.
Business Writing
Conveys written information and business reports in a detailed and effective manner to individuals or groups to
ensure that they understand the message.
IT Project Management
The management of IT projects/programmes, typically (but not exclusively) involving the development and
implementation of business processes to meet identified business needs, acquiring and utilising the necessary
resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of
project management methodologies based on the context of the project and selecting appropriately from
predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
Project/Programme Management
The management of projects/programmes, typically (but not exclusively) involving the development and
implementation of business processes to meet identified business needs, acquiring and utilising the necessary
resources and skills, within agreed parameters of cost, timescales, and quality. The adoption and adaptation of
project management methodologies based on the context of the project and selecting appropriately from
predictive (plan-driven) approaches or adaptive (iterative/agile) approaches.
IT Risk Management
The planning and implementation of organisation-wide processes and procedures for the management of risk to
the success or integrity of the business, especially those arising from the use of information technology, reduction
or non-availability of energy supply or inappropriate disposal of materials, hardware or data.
Vendor/Supplier Management
The alignment of an organisation's supplier performance objectives and activities with sourcing strategies and
plans, balancing costs, efficiencies and service quality. The establishment of working relationships based on
collaboration, trust, and open communication in order to encourage co-innovation and service improvement with
suppliers. The proactive engagement of suppliers for mutual benefit to resolve operational incidents, problems,
poor performance and other sources of conflict. The use of clear escalation paths for discussing and resolving
issues. The management of performance and risks across multiple suppliers (internal and external) using a set of
agreed metrics.
Customer Relationship Management
The systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in
order to target and improve mutually beneficial outcomes. Gains commitment to action through consultation and
consideration of impacts. Design the relationship management approach to be taken; including roles and
responsibilities, governance, policies, processes, and tools, and support mechanisms. Creatively combines formal
and informal communication channels in order to achieve the desired result. CRM & Client Contract
Management
Interpersonal and Behavioural Competencies:
Active listening
The ability to fully concentrate on what is being said rather than just passively 'hearing' the message of the
speaker.
Attention to Detail
The ability to ensures information is complete and accurate.
Analytical thinking
Identifies issues; obtains relevant information, relates and compares data from different sources, and identifies
alternative solutions.
Disciplined
Showing a controlled form of behaviour or way of working, diligently.
Resilience
The ability to effectively handle disappointment, rejection and set-backs while still working well and meeting
deadlines.
Stress Management
The ability to keep functioning effectively when under pressure and maintain self control in the adversity.
Additional Requirements:
N/A
Requirements
Qualifications and Experience:
Minimum: National Diploma or Bachelor Degree in Information Technology OR Computer Science OR
Bachelor degree in Commerce OR Marketing OR Business Administration OR Economics / BTech (at least NQF
6).
Certification: SITA to identify and invest in Sales Certifications.
Experience: 6 - 7 years working sales and IT experience in engagement management/ relationship management
and/or project management. The incumbent will be required to consult and interact with relevant Government
Officials, GITOC Bodies, Government Governance bodies, industry partner, standards generating bodies,
accreditation and certification bodies at a senior management and executive level. The incumbent will be
required to participate and provide input in implementation of Customer related strategies, SITA Sales
Methodology and Sales Process. Must have strong sales and business management skills.
Salary Range:
R651627.00 - R977440.00
Job Level:
D2
Vacancy Type:
Internal & External
Employment Type:
Permanent
Number Of Openings:
1
How to apply:
To apply please log onto the e-Government Portal: http://www.eservices.gov.za/ and follow the following
process;
1. Register using your ID and personal information;
2. Use received one-time pin to complete the registration;
3. Log in using your username and password;
4. Click on “Employment & Labour”;
5. Click on “Recruitment Citizen” to create profile, update profile, browse and apply for jobs;
Or, if candidate has registered on eservices portal, access http://www.eservices.gov.za/, then follow the below
steps:
1. Click on “Employment & Labour”;
2. Click on “Recruitment Citizen”;
3. Log in using your username and password;
4. Click on “Recruitment Citizen” to create profile, update profile, browse and apply for jobs;
For support, please send an email to: egovsupport@sita.co.za or Call: 0801414882
Closing Date : 06 Oct 2026
Minimum: National Diploma or Bachelor Degree in Information Technology OR Computer Science OR
Bachelor degree in Commerce OR Marketing OR Business Administration OR Economics / BTech (at least NQF
6).
Certification: SITA to identify and invest in Sales Certifications.
Experience: 6 - 7 years working sales and IT experience in engagement management/ relationship management
and/or project management. The incumbent will be required to consult and interact with relevant Government
Officials, GITOC Bodies, Government Governance bodies, industry partner, standards generating bodies,
accreditation and certification bodies at a senior management and executive level. The incumbent will be
required to participate and provide input in implementation of Customer related strategies, SITA Sales
Methodology and Sales Process. Must have strong sales and business management skills.
Salary Range:
R651627.00 - R977440.00
Job Level:
D2
Vacancy Type:
Internal & External
Employment Type:
Permanent
Number Of Openings:
1
How to apply:
To apply please log onto the e-Government Portal: http://www.eservices.gov.za/ and follow the following
process;
1. Register using your ID and personal information;
2. Use received one-time pin to complete the registration;
3. Log in using your username and password;
4. Click on “Employment & Labour”;
5. Click on “Recruitment Citizen” to create profile, update profile, browse and apply for jobs;
Or, if candidate has registered on eservices portal, access http://www.eservices.gov.za/, then follow the below
steps:
1. Click on “Employment & Labour”;
2. Click on “Recruitment Citizen”;
3. Log in using your username and password;
4. Click on “Recruitment Citizen” to create profile, update profile, browse and apply for jobs;
For support, please send an email to: egovsupport@sita.co.za or Call: 0801414882
Closing Date : 06 Oct 2026